Natural-language service operations
Describe how work should flow. Squash runs the queue.
Tell Squash how your queue should run in plain English. It triages and dispatches each request using the ticket and client in front of it, so you guide outcomes instead of maintaining a web of brittle rules.
Illustrative Ticket
I can't log in to my email
Triage instruction
“If a ticket is from a VIP and mentions an outage or a blocking issue, mark it as critical and assign it directly to the Tier 2 board.”
- Requester
- Priority
- Board
- Note
The dispatch tax
Your queue should not need constant translation.
Dispatchers spend the day cleaning up requests, checking client exceptions, and finding the right person for each ticket. Traditional automation trims a few clicks, then quietly becomes a second system to maintain: every new client adds another exception, and changing one routing policy means rebuilding workflow branches nobody fully understands anymore.
How it works
One instruction layer between intake and your technicians.
Change the instruction once. The next ticket that matches uses it — there is no separate rule set to rebuild or keep in sync.
01
Read the request
Squash works out what the client is actually asking for, and asks a follow-up question when something important is missing.
02
Gather context
It pulls what the decision depends on: the client's agreement, the affected device, recent history, and who knows the account.
03
Apply your instructions
Your written guidance — MSP-wide defaults plus client-specific exceptions — decides the priority, the board, and the owner.
04
Route, ask, or act
The ticket lands with the right technician, goes back to the client with a question, waits for approval, or moves straight into resolution.
Instructions, not rules
Written the way you'd brief a dispatcher.
Examples of instructions you can give Squash. Each one would take a workflow tree to express in a traditional automation tool.
- 01
If more than one user at a client is blocked, set P1 and page the on-call lead.
- 02
Password and sign-in issues go straight to Squash for resolution.
- 03
New-starter setups stay with Squash, but elevated access needs approval first.
- 04
Anything reported as “slow” needs a screenshot before it reaches a technician.
- 05
Northstar Legal tickets go to whoever knows their network best.
- 06
Billing questions route to the account manager, not the service board.
Every product runs inside the same guardrails.
Squash only acts through the integrations and scopes you approve, pauses for approval on sensitive work, and keeps a reviewable record of what it did and why.
FAQ
Questions about Triage & Dispatch.
Next in the workflow
Let Squash take the ticket beyond assignment.
See how Squash diagnoses, acts, verifies the result, and closes the loop when a request can be resolved safely.